Technical Call Centre Agent X3 - Avis

Avis | Isando, Gauteng

Description : Technical Call Centre Agent X3. Company : Avis. Location : Isando, Gauteng

Key deliverables and outputs

1) Strategic/ Financial

  • Ensure that the strategic company maintenance profit targets are met or exceeded.

2) Operational

  • Facilitate incoming calls from OEM / RIM dealer for required vehicle services / maintenance repairs
  • Reduce the costs of maintaining vehicles by analysing and evaluating the maintenance request and applying technical judgement in order to make an appropriate business decisions.
  • Ensure that customer calls and queries are answered and resolved within specific contractual relationships.
  • Downtime process must be followed against required repairs
  • Determine the Avis product type in order to decide on an appropriate way forward
  • Contact the necessary internal or external resources and make necessary arrangements to assist the customer
  • Follow up with and update the customer constantly until the query has been resolved
  • When query is resolved, close case file on the system
  • Report on all ongoing cases on a daily basis to the Supervisor: Call Centre in order to ensure accurate information is provided upon escalation
  • Saturday Shift work will be required in this role and public holidays

3) Stakeholders (internal & external customers, suppliers, shareholders, communities)

  • Ensure that maintenance SLA’s are met in order to promote ongoing customer relationships and repeat business.
  • Build and maintain ethical and transparent relationships with suppliers to facilitate negotiation and achieve operational and financial objectives.
  • Provide effective and efficient service delivery through transparent, constant and consistent communication with all stakeholders (Suppliers OEM’s; Sales; Procurement; and Finance).

4) Employees:

  • None

Academic Qualifications

Essential:

  • Matric
  • Petrol Trade Test (Qualified Motor Technician)

Work Experience

Essential:

  • 1-3 years in motor industry mechanical environment
  • 1-3 years in workshop environment
  • 2/3 years call centre experience
  • Fleet Management Experience

This role may require the incumbent to work overtime.

In ensuring a safe working environment for all, Avis will prioritise vaccinated employees in the recruitment process. Applications closing date 03/02/2023